A day in the life of Age UK Advice

Our telephone advice line, Age UK Advice, is open 365 days a year. We take a look at a typical day on the phone lines.

8:00am: Phil’s first call is straightforward. A man is wondering if he can claim Pension Credit. Phil sends him a copy of our money advice guide.

8:08am: Judi’s second call is from a woman who thinks her grandmother may need more help at home. Judi says she’ll email some useful guides. The granddaughter’s pleased – she didn’t know where to start.

9:11am: Mark takes a trickier call from a woman whose partner is going into a care home. They’re confused about paying the fees. Mark knows she’ll need detailed information, so transfers the call to one of our specialist care advisors.

10:19am: Carol’s next caller is upset. He went downstairs to find his dog had died and called Age UK as he didn’t know where else to turn. Carol suggests some organisations who can help.

1:15pm: Jeff makes a ‘Good Day’ call to Ben; an older man who has been feeling lonely and is waiting to be matched with a Call in Time telephone befriender. They talk about last night’s football. Jeff reminds Ben that we’ll call again next week, and hope to match him with a volunteer soon.

2:15pm: Fewer calls mean the team have time to answer emails and letters. One’s a thank you from a council tenant with housing issues. He said that after years of abuse from his neighbours, Age UK offered ‘that first bit of help.’

4:10pm: The calls go quiet. Nicky looks at her watch: the TV programme Countdown has started. That explains why there are fewer calls.

5:00pm: Sophie takes a call from a familiar voice. It’s a chap who often needs a bit of help. He’s rung to ask about housing benefit. It’s nice he knows he can always call Age UK.